Director of Claims Excellence

6 days ago


Hong Kong, Central and Western District, Hong Kong SAR China AIA Full time

About the Role

As a key member of the AIA team, you will be responsible for establishing Claims Technical Excellence across the Group to drive competitive advantage through enhanced claim control and risk management.

Key Responsibilities

  • Drive the achievement of Group business goals in Claim control and risk management to prevent, detect, and mitigate potential Fraud, Wastage, and Abuse across all Business Units.
  • Collaborate with key partners to deliver new innovative Claims capabilities to support the delivery of Group business goals on Claim control and risk management, including AI-based FWA and auto adjudication, OCR, and other emerging technologies.
  • Collaborate with team members to support the delivery of other Claim Excellence goals, such as End-to-End Straight-Through Processing (E2E STP), Unit Cost, Customer Satisfaction (CSAT), and FWA Savings.
  • Collaborate with key stakeholders to develop and implement a health claim administration strategy that aligns with Group objectives.
  • Define and govern Group-wide Claims Standards, procedures, and guidance notes to ensure consistency and best practices across the organization.
  • Set professional development standards for the Claims Community of Practice across the Group and shape development opportunities for the Claims COP, including workshops and forums.
  • Support the development of a Claim operation model for growing markets and perform operational Due Diligence to support potential Mergers and Acquisitions.

Requirements

  • Claims Subject Matter Expert (SME) with at least 15 years of Insurance operations management experience and at least 10 years of Claims Management experience.
  • Experience in driving end-to-end Claims automation and STP for Life and Health Claims.
  • Experience of leading transformation in a Group or Regional Office where delivery is through influence rather than direct control.
  • Strong organizational and leadership skills to lead multi-functional teams.
  • Strong influencing skills to engage partners and team members in the delivery of key goals.
  • Effective communication and relationship skills to engage Group and Business Unit Executive level members.
  • Ability to demonstrate independent leadership, judgment, and decision-making.
  • Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.


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